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| Mishandled Luggage |
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Business Travel 911 August 2005 • Vol.3 Issue 8 |
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Mishandled Luggage |
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 Several months ago I arrived in Las Vegas on a business trip and waited for my suitcase at the Southwest Airlines terminal only to see that it was torn to shreds. I went immediately to the airline’s airport office, and cheerfully I was told, “This isn’t a problem!” My suitcase was torn so badly that the staff member said it likely had been dragged by a baggage cart and started on fire. I thought, “How does this happen?” Unfortunately airlines can’t guarantee that your baggage and all of its contents will come off the plane in the same condition as when you handed them to the baggage clerk before your flight. Read on to see how the major airlines handle damaged baggage claims and what you should do if something like this happens to you.  Prepare When You Pack Although you shouldn’t have to worry about your baggage arriving at your destination intact, accidents do happen. So educate yourself about your airline’s liability policy (available on airlines’ Web sites) and keep it in mind while you are packing. Most airlines state clear guidelines for liability in their corporate policies. For example, Northwest Airlines’ Web site (www.nwa.com) states that it is not liable for damage to luggage handles, over-packed luggage, or protruding parts of checked luggage, such as broken wheels or feet. A reasonable amount of wear and tear will occur when you travel, and it is not a realistic expectation for you to receive a new suitcase if one wheel gets bumped and falls off en route. Airlines also recommend and prefer that you take valuable or breakable items with you in a carry-on bag instead of storing those items in your checked luggage. Northwest lists numerous items in its liability policy for which it assumes no responsibility if they are broken or lost, including antiques, jewelry, keys, and computer equipment, so plan to take these items with you on the plane to ensure nothing happens to them during the flight. Take Immediate Action If you arrive at the airport and discover that your bag and/or its contents have been damaged, address the problem right away. Airlines won’t take responsibility for your misfortune if you have already flown home using your damaged bag a week or more after you discovered the problem.  Take your mishandled luggage and damaged contents to the airline’s office at the airport. The staff needs to visually evaluate the damage and fill out a report to record what damage was done and when it occurred. If you are in a hurry and need to leave the airport right away, call the airline office at your earliest convenience so the staff is aware of your problem and can begin reaching a solution with you. Reporting policies vary among the airlines. For instance, American Airlines (www.aa.com) says in its Damaged Baggage policy on its Web site that no action will be taken “unless the person entitled to delivery files an initial report with the carrier prior to leaving the arrival airport, or at the latest, within 24 hours from the date of receipt of the baggage.” Southwest Airlines’ policy says you must make a damaged baggage claim within four hours of the time you reach your destination. When you make your claim, discuss what the staff can do to compensate you for your losses. Employees are empowered to make appropriate decisions so they can resolve the problem at the airport if possible. Airlines will usually replace a suitcase that is unusable with a suitcase of similar quality and size, as Southwest Airlines did for me. If your bag is only slightly damaged yet the damage is in excess of reasonable wear and tear, the airline will likely have someone fix the bag at the airline’s cost. For example, Delta Airlines (www.delta.com) will fix your bags through a partnership with Rynn’s Luggage at Netbags.com, and you can check your bag’s current status through Delta’s Web site. Generally, airlines will also pay you for items inside your suitcase that were damaged. The staff can do this quickly if they know the general cost of your ruined items, such as toiletries. If other contents, such as expensive clothing, are ruined, the airline will possibly require you to verify the item’s price after you get home by sending a receipt to a customer service representative assigned to your claim, as is the case with Southwest. Find A Solution If your baggage is damaged on your flight, remember that the airline wants to satisfy you, its valued customer, and, if possible, resolve the situation on the spot. After all, if they keep you happy, both sides benefit: The airline retains you as a customer, and you don’t go home with ruined belongings and a bitter taste in your mouth.  by Jennifer Suggitt |
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